What makes a Loyal Patient? Why does one urgent care center generate massive word of mouth referrals and repeat patients, while another very similar center struggles? The difference is Patient Experience. This presentation will examine the factors that create the Patient Experience and its contribution to Patient Loyalty. We’ll discuss what matters most to consumers of healthcare, and what does not. We’ll discuss how to evaluate your own center’s Patient Experience and identify areas for improvement based on the hierarchy triangle of Person, Place and Process, covering everything from staff interactions to safety and quality of service. Most importantly, we’ll outline the basic steps for implementing Service Excellence in your organization and radically enhancing your center’s Patient Experience and profitability.
Upon completion participants will be able to list the most significant factors in the Patient Experience as reported by healthcare consumers.
Compare different aspects of the Patient Experience and understand how they relate to the hierarchy triangle of People, Place and Process.
Upon completion participants will be able to identify specific areas in their own practices where they may not be meeting the expectations of patients as discussed.
Apply the principles of the presentation to their own patient feedback surveys to compare results and begin making improvements.
Upon completion participants will be able to outline a plan for implementing a culture of employee engagement and service excellence in their urgent care center.